Senior Customer Success Manager

Federato is on a mission to defend the right to efficient, equitable insurance for all. The Senior Customer Success Manager will lead customer-facing projects, coordinate with internal teams, manage risks, and ensure quality assurance to enhance customer experience with the AI-native platform.

Responsibilities:

• Lead the planning, execution, and delivery of customer-facing projects, ensuring all milestones and deadlines are met
• Work closely with internal teams, including product management, software development, QA, and operations, to ensure alignment on project goals, timelines, and deliverables
• Maintain accurate project documentation, including schedules, scope, and project progress reports, and provide regular status updates to stakeholders
• Proactively identify and manage risks, providing mitigation plans to ensure successful project delivery
• Ensure that all deliverables meet the required quality standards and customer expectations by working closely with the QA team during the development lifecycle
• Manage and analyze customer support requests related to software delivery, identifying trends and potential issues, and ensuring timely resolution by coordinating with the appropriate teams
• Lead user training sessions and conduct office hours to ensure customers are equipped to use the software effectively. Provide ongoing support during and after training to address any questions or challenges
• Monitor customer usage of the software to identify adoption gaps or underutilized features. Proactively work with customers to improve software usage and drive greater value from the solution

Requirements:

• 3-5 Years of experience in P&C or Specialty insurance, specifically underwriting, operations, product, process required
• Experience in customer success, customer service or other client-facing, relationship management roles, or experience as a project manager in software delivery or IT project management
• Strong understanding of software development methodologies (Agile, Scrum, Waterfall, etc.)
• Excellent communication and interpersonal skills, with the ability to manage relationships with both internal teams and customers
• Ability to manage multiple projects simultaneously, while ensuring quality and timely delivery
• Solid experience in risk management, issue resolution, and stakeholder management
• Knowledge of project management tools (e.g., Jira, MS Project, Asana) and software development lifecycles
• A customer-centric mindset with a focus on delivering exceptional results
• PMP, Scrum Master, or similar certifications are a plus